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2009 Goals and Objectives

Han He

Grow Revenue

• Identify and implement opportunities to aid architecture/engineering

with projects.

o Identify projects, train as the Operations expert for the project,

document the steps required for the NCC to successfully participate in
the project, work with the day anchors to refine documentation and
train them, ensure the project is completed successfully by working
with the NCC and acting as an escalation point. Communicate results
to architecture/engineering, operations and management.
 Lead NCC to participate the Phase I and Phase II DSL
conversion projects. My Macys DS1 and DSL upgrade project.
Han lead NCC pre-configured 20 about 160 DSL modems, and
worked together with NCC completed most part of those new
DSL modem installation.
 When new DSL installations having troubles, Han was the
escalation point for those troubles cases and when DSL modem
related IRs were opened, Han followed those IRs until problems
 provided project guidelines to the NCC and communicated with
the NCC day anchor and team members to refine the technical
 Tracked modem information and installation issues through the
spreadsheet and provided the data of NCC involvement to
manager. Also opened change records every week to coverage
this change activities.

 Reported encountered issues to project manager and
provisioning team to ensure the projects success.
 Tested with MST tech to provide workable DSL modem settings
for Hawaii DSL conversion project.

 Prepared two procedures, one for MST and one for the NCC to
outline the necessary steps for removing the extra B1 line. Also
worked with the day anchor and manager to improve those

Take Share from the Competition

• Act as the operations liaison to the tools team and

architecture/engineering. Provide technical guidance to the NCC.
Work with stability management to investigate issues.

o Act as the operations liaison to the tools team.
(Document RFE’s and other tools improvements, including results, review
Netcool daily, identify issues/adjustments and submitted tools
improvement request for better monitoring.
 Submitted RFE for preveting our lab devices creating false
alarms for our production network.
 Brought suggestion of new tools function to the tools team. For
example, Developing some method to test VPN backup
function, test the SRST function for IPT sites and ask Benny
redesign the VPN backup sites circle view of OpenView.
 Provided feedback to tools team for improving certain netcool
buckets. For example correcting the “ATM error” buctet, adding
alarms to the “voice error” bucket, improving the accuracry of
the “VPN backup” bucket and improving the view Benny’s new
ISDN/VPN status web tool.
 Worked with tools team to consolidate and remove certain
bucket. Fro example, consolidating the ISDN buckets and
removing the unity bucket.
 Worked with tool team for refining the combined T3/T1 bucket.
Althrough later desided not to use this bucket.
 Brought NCC’s suggestion to monthly tools meeting and
communicated meeting updates back to NCC.
 Worked with tools team to standardized columns and the order
of the columns in the Netcool buckets.
 Submitted tools RFE for monitoring the interface of internation
site New Deli.

 repairing the NCC NetCool “OpenView up/down” bucket to
provide clear indication that a store switch is down or a site
loses power. As the result this bucket now provides more
useful information.
 Submitted RFE for repairing the alarm page and email function
when a backbone DS3/OC3 goes down. As a result,
management, operations and engineering receives email alerts
whenever the stat of a DS3/OC3 changes.
 Emphasize the necessity to have better tools to monitor and
test VPN/DSL backup. VPN/DSL Netcool buckets now reflect
VPN/DSL status so the NCC can pursue VPN/DSL issues. Chris
Freeman is looking at options for an automated test, no ETA.
 A couple of tools/operations meetings were held prior to June,
but not on regular intervals. Regular monthly meetings were
started with the tools team in June. Han relays the results of
the meetings to the NCC.
 Worked with the tools team and engineering to determine
which objects should be monitored by Open View so the map
could be cleaned up. As a result, Open View generates less
unnecessary alarms.

 Contact the tools team regularly for minor issues, such as,
wrong site id showed in VPN bucket, updated ISDN nightly test
list, individual store modifications and sites missed for the store
name changes.

 Review Netcool daily – Results?

o Act as the operations liaison to the architecture/engineering group on

technical issues.
 (Document activities, specific EDC participation.)
 Provided suggestion for improving the network availability and
reduce SLA time. For example, to test a workaround for
resolving the problem of router can not bootup after reloading.
This problem is usually caused by flash memory card or IOS
 Explained and teached NCC to troubleshooting voice problems.
For example the voice TEHO problem after the old RNX was
 Learned basic IPT site installation knowledge from Chris
Stinson, Kenny and Mike.
 Continued to train NCC number for troubleshooting common
voice issues. For example, the voice problem caused by faulty
DSP module, the common one-way voice tie line call issue and
the voice gatekeeper configuration problem.

 Explained to NCC how to engage in certain temporary

functions, for example, monitoring for the voice gatekeeper
memory leak problem and the voice DSP module lockup issues.
Worked with Chris Stinson, Chris Freeman, Bob Koryus and
Mike Matteson on the temporary functions.
 Reported a packet drop issue on the 7513 gig port to Bob
Koryus. Bob consulted with Bruce and the decision was made
that there was nothing that could be done.
 Brought up the following issues in EDC:
• Slow response on backup circuits (ISDN/DSL) because
applications were not all prioritized. Engineering
working with MST on this issue.
• Voice traffic was trying to establish at some sites when
the backup circuit is engaged. Engineering corrected
this problem with an access list.
 VLANS were moved from routers to switches. The IP records
were not all updated. Engineering reviewed and corrected the

o Provide technical guidance to the NCC and train NCC technician.

 (Document training, act as a conduit for information from
engineering to NCC, interaction, review on call notes and
identify area’s for improvement within operations and
 Prepared a VPN troubleshooting quick guide for common VPN
 Prepared Verizon DSL modem pre-configuration procedures.
 Prepared AT&T DSL modem online register & activation guide
and AT&T DSL modem pre-configuration procedures.
 Provide the guide of testing the Internet access availability from
the 3560 switch.
 Provide a detail step by step new DSL installation guide for NCC
and a similar guide for MST tech.

 Documentation was provided to the NCC on the following:

• T1 Ping and Bert test pattern.
• VPN verification.
• T1 clock source.

o Work with stability management to investigate issues.

 (Document issues identified and actions taken.)
 Worked with stability management team to review questionable
IR tickets, especially tickets having SLA time impact, for
example, the two sites that router didn’t recover during IOS
 Verify the average WAN utilization of MLO255 for stability team
opened ticket with LEC for chornical issues of this site. (this site
has 4 T1s and at least one of them often having errors.)

 MCC215 Lakeside. Provide ticket number and description of
issue and how you helped.

Improve Profitability

• Ensure IOS issues/bugs are documented, researched and corrected,

working with engineering and architecture as required. Improve the
network backup functions (ISDN/VPN/DSL).

o Document IOS issues encountered by Operations.

 (Document list of IOS issues you have identified here with
actions taken and final resolution.)
 When the 3725 router of BLM027 showed high memory
utilization and flash card error messages after new IOS update,
Han discussed with both day and night shift for the next step
action and followed the development of this issue.

 3825 routers crashed during reboots. Han opened a TAC case

with Cisco. A QoS command in the configuration was causing
the issue. Han provided a procedure to remove the QoS
command and opened a change record to update all 3825
routers to resolve the issue.
 Reported a 3560 packet lose problem to the EDC. This was
happening after adding an extra T1 card and reloading the
2811 router. Engineering is looking into this issue.

o Improve the network backup function.

 Working with Bob and Mike to research the tunnel can not
establish problem. With this problem, even when Internet is
up, VPN tunnel still can not pass traffic.
 Worked with engineer for resolving several types of VPN tunnel
bouncing issues. Open IRs and provide sample sites to let
engineer debug and troubleshoot this problem with Cisco TAC.

 he to review and improve the main DSL troubleshooting guide,

the “combined DSL troubleshooting guide”. Document
published on 7/1/09.

Improve Productivity and Efficiency

• Identify weaknesses and implement process improvements.

o Weakness Identified:
- For example: Report in certain case when NCC doing tools
cleanup, also shutdowns the ports that supposed to be up. Han
email NCC for not shutting down the wrong port.
- Report in several cases NCC closed tickets too quick that the
problem is not truly resolved and caused multiple tickets for the
same single issue.

o Process Improvement:
- For example: Help manager review a key NCC procedure called
“Netcool documentation. Han provided suggestions for
improving the document.
- Identified the EVDO Junction box location of BLM011N and
added this information to Remedy for future use.

Provide the Best Customer Experiences Possible

• Provide outstanding customer service.

o Involved in T1 and T3 circuit error issues:
 When the access DS3 of Home office went down, Han joined the
bridge call to verify the type of DS3 down error message, check
the backup path traffic utilization and QOS priority queue status.
 When customer reported that the WAN circuit of 3P-SPI was, Han
did thorough investigation and discovered that site directly
connected to our net work actually is 3P-COG. Han also passed
this finding to NCC.

 MCE-219 – T1 was dropping packets. Han tested with the LEC

on each segment of the circuit, including the extended dmarc,
wall jack, cross connection cable and NIU. Replacement of the
router corrected the problem.
 MLO-500 and MLO-015 – T1’s were experiencing slips and
errors on the voice controllers. Han used an alternate timing
source to correct the problem.
o Resolved voice issues:
 ME691 TEHO problem. The site reported having trouble with the
new TEHO number. I did troubleshoot and resolved the problem
by adding commands on the Clearwater 7200 as Gatekeeper.
 When ME447 having tie-line outboud call trouble, Han guide NCC
reconfigured that voice dial-peer in with the correct order and
resolved the issue.

 MCE-171 – Tie line call issues with certain extensions. Han

identified that the issue was a dial plan configuration missing
from the gatekeeper router. Several commands were added to
correct the problem.
 MCW-192 and MCW-193 – Intermittent issues with credit calls.
Problem identified as a lack of ports at the two sites. The
configuration was modified to correct the problem.
 BLM-001 – International calls failing. Investigation showed the
configuration was not set up to support the international call
o Helped MST Resolve PBX and other CPE issues:
 When several sites all reported long distance issues. Han joined MST
bridge call and worked with them to identify the problem is from a PBX
card at ME003. All those story’s long distance calls go through ME-003.
 ME-572 – Outbound call issue. Han did troubleshooting and
coordinated parts replacements to convince MST that the
problem was not network, but PBX. Customer installed a new
type of T1 controller in the PBX to correct the problem.
 MCC-084 – Voice call problems. Tested with MST and
determined three (3) bad PBX DS0 channels caused the call
 BLM-027 – Slow response on the LAN. Han provided utilization
on Verizon and MST switches to help MST resolve the issue.
 MST-620 – Trouble accessing macysnet.com server. Verified
that LAN/WAN infrastructures were not causing any problems.
o Han regularly investigates ISDN issues and DSL issues, performing
step-by-step debugging to determine the issues and resolve them.
 When MLO089 was having DSL issue even after store fixed CPE
power issue, Han worked with NCC to provide guide of resolve
this problem.
 When seeing a newly installed DSL site (ME325) showing alarm
on the tool, Han started to investigate the problem and identified
the cause was missing several BGP commands. This site has an old
2612 router, so need extra commands for the configuration.

• Obtain 40 hours of training.

o 2.016 hours– VMIVerizon netlearn training for Cisco Unified
Communication Manager (part one)
o 2 hours MPLS network backbone related training from Bruce
o 1 hours IPT site installation related training from Chris Stinson
o 2.019 hours – Total hours

In the process of net learn UCM training.

Strengthen our Culture

• Support Teammates
o Flex to aid teammates with work load changes. - Han provides
coverage when needed most days so NCC personnel can go to for
lunch break, exercising or other kind of break, especially when the
shift only has 2 people. Also work on desk when NCC has people sick
or on vacation. And in 3rd quarter, because of training days and sick
days of NCC. Han spent much more time in NCC.
o Train NCC in new technical areas.
- Han provide technical training for new team member. reviewed
the additional T1 test pattern, new voice dial plan and step by
step VPN verification to the day anchor and shift leads.
o Update and improve existing training documents – worked with Mike
Matteson to update and improve the NCC “combined VPN
Troubleshooting” document.
o Conduct research of the content Cisco certication related books and
classes. Provide Cisco training material to NCC.
o Provide extra coverage for NCC as supporting other team member
participate formal training class.
o Work with manager on NCC training matrix and training plan – Han
provided a job related Cisco training class list and spoke to team
members to determine which classes were of interest.
o Participate in interview process for new team members – Participated
in 5 interviews for an open NCC position. Han was responsible for a
section of the technical questions.
Developmental Plan

• Currently have Put together a 4th quarter’s training plan for (including a
training timeline) with engineering such that you can performing all
engineering tasks, including troubleshooting and new store turn-ups and .
Include plan to improving verbal and written skills. Review and obtain
approval for the plan from Kathy Van Stekelenburg by 7/31/09.